AccountId: 011433970860
ContactId: 2ad1fbe6-649c-4a5c-9c76-1c19721df003
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310790 ms
Total Talk Time (AGENT): 118351 ms
Total Talk Time (CUSTOMER): 131609 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/2ad1fbe6-649c-4a5c-9c76-1c19721df003_20250325T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, um, I called earlier this morning. I'm a beneficiary, my son passed away really quick. My issue is I returned to check back to you guys.
[CUSTOMER][NEUTRAL] And I'm trying to confirm if you guys received that I have a tracking number and I see the zip code had one number that was wrong so I just need to really verify that so y'all could cancel that check.
[AGENT][NEUTRAL] Um, OK, I'm sorry, just to make sure that I understand, um, the address that we have on file for you.
[CUSTOMER][NEGATIVE] You sent me a check, right, no, you have the correct address for me, but the check you sent me, you have one letter misspelled in my name, so I'm concerned now because I checked sent this back to you on [PII], and I called this morning and I didn't really get through to anyone. They said they'll call me back. She didn't see it, so they just need to cancel this check as soon as possible because it seems like you guys haven't we spoke. I, I, I haven't got a call back from no one from your team.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we need to verify that we have your information correct then. OK, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then uh if I could, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do, right here.
[CUSTOMER][NEUTRAL] Let me step out here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] that information right now.
[CUSTOMER][NEUTRAL] 02570546
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And my son's name was, his name was [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I have this. I did make copies of everything I sent back to you guys and I faxed it over, but I, uh-huh, I faxed it this morning, but I need to follow up and make sure I didn't get that check to cancel that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK. And just to confirm.
[CUSTOMER][NEUTRAL] I sent the fax this morning with uh-huh, go ahead, I'm sorry. Mhm.
[AGENT][NEUTRAL] I'm sorry, no, you're OK, um, this was for his secondary medical, correct?
[AGENT][NEUTRAL] Or was this for his accident policy?
[CUSTOMER][POSITIVE] Right, I was beneficiary.
[AGENT][NEUTRAL] You did have a couple. It was for accident. OK, OK. So this was, that might explain why I'm not saying that. Give me just a moment. The policy number you gave me was for his secondary medical.
[CUSTOMER][NEUTRAL] Accident
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Oh, I've been putting that on all the forms. Oh, OK.
[AGENT][NEUTRAL] OK, hold on just a moment, bear with me.
[AGENT][NEUTRAL] OK, so I do see a record where you had called uh this morning, um, and so they did reach out and you should be getting a call back so it is currently being um reprocessed that information and once it is they will reach back out to you so I do see that information it is underway um.
[AGENT][NEUTRAL] I would say I couldn't give you an exact um time that they would call you back um but I would say within 24 hours and as early as you called and that was made you should hear back from us today.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure they didn't get that check because I had did the overnight priority and I had the signature and I was telling a rep someone named [PII] signed for the package and I just wanna make sure they canceled that null and voided and something told me to write void on the check and I just sent it back as you guys sent it to me.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got it. OK, yes.
[CUSTOMER][NEGATIVE] So that's what has me freaking out. That's what has me freaking out right now.
[AGENT][POSITIVE] No, I completely understand. I would be too, um, but rest assured it is underway and it is going to be resolved, um, you should hear back from us very soon.
[CUSTOMER][POSITIVE] OK then. Thank you.
[AGENT][POSITIVE] All right. Absolutely. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][POSITIVE] Alright, that'd be all. Thank you much.
[AGENT][POSITIVE] Alright, yes ma'am thank you have a great rest of your day.
[CUSTOMER][POSITIVE] Take care. Mhm.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Good.